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  • April 12, 2023
  • 3 replies
  • 0 views
I

Dear Team and All,

We are new on this Zendesk and while we are setting up this ticketing system, we are facing few issues. It would be great if anyone who knows about this issue or Zendesk team can support us.

1. Brand and Ticket Form.

 Are there any rules regarding on limited number of brands and tickets? as Ticket forms, some forms are not shown on the end user side but by inactive and active and adding forms works but we are not sure why it is happening like this. 

2. User creates ticket but the mail goes to all agent.

We send a test mail to certain team but all agents receive the mail from zendesk. as i know, if we have a 3 brands, each brands have each agents and the mail should be sent to teams who are involve in it. Could you let us know how to set this?

It will be really great and thankful if this issue can be treated as urgent.

Thank you all and have a lovely day!

      3 replies

      Zendesk13
      • Zendesk13
      • April 12, 2023

      Hi @it8511, regarding (1) the number of brands will depend on your Zendesk plan. For example, Suite Team allows one brand, while Suite Growth and Professional allow up to five. Suite Enterprise, up to three hundred. See the plans comparison here.

      Regarding ticket forms, you can edit each form and enable (or not) that end users can see/use it when submitting a ticket. 

      About (2), you should probably review your notification triggers, my guess is that you probably still have Zendesk's default triggers activated. Fair enough, these triggers shouldn't be activated in the first place, but it's just how it's currently set up when we open a new account.

      I
      • IT8511
      • Author
      • April 13, 2023

      Dear Pedro,

      Thank you for your swiftness reply.

      1. as you can see from below screenshots, although the Ticket forms are available, "HR" is not shown on the 'Submit a request' list. 

      Zendesk13
      • Zendesk13
      • April 13, 2023

      Hello, @it8511! Please ignore my previous [now deleted] comment.

      Is the HR form available to the Brand whose help center you're visiting? Perhaps you need to open the form and check the "Associated brands" part to ensure it is available on that specific help center.

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